Customer Technical Analyst

Join Parliament's IT Service Desk, providing first-level support in a fast-paced team with great development and a unique work environment. 

Te tĪma | The team: 

If there is one thing that we pride ourselves on above all else, it is our people, who are literally world-class. To support these wonderful people who lead and shape New Zealand's democracy, is the Parliamentary Service. As a core function of this support is the IST team comprised of many different business units and experienced people. 

You will be part of the IST Customer Service squads that manages the resolution of technology and operational process incidents and requests through provision of initial support and resolution management where more complex support is required. IST support staff work in a dynamic, fast-paced environment which provides services over the phone, via email, in person and self-service. You will be working with a very friendly and social team, who are highly skilled technically, and will mentor you, coach you, and assist in your career progression. 

Mō te tūnga | About the role: 

Our Customer Technical Analysts or IT Service Desk Analysts are our first line of support. 

• First level support, troubleshooting and checks on all incoming incidents and requests via calls and emails.
• Ticket and queue management. 
• Take ownership of incidents, implementing temporary or permanent fixes and escalating to other support teams as needed. 
• High level of customer service skills, written and verbal communication. 
• Face to face support at the drop in desk across Parliament buildings. 
• Maintain high customer service standards by collaborating effectively across Parliamentary Service and fostering a customer-focused team culture. 
• Documentation and maintenance of processes and knowledge bases. 

Tō kete | What you will bring to the role: 

• Technical expertise: Demonstratable experience in similar IT support focused role, with strong focus in first level support, troubleshooting, triaging tickets and first call resolutions. 
• System Knowledge: Windows operating system (10/11), Microsoft365, InTune, Active Directory, iOS and Android, previous experience working with ServiceNow highly advantageous. 
• Interpersonal Skills: The ability to work autonomously, and thrive in a busy, fast-paced environment. Excellent communication skills both verbally and written with an emphasis on customer friendly vocabulary. 
• Adaptability & Learning: Able to manage and prioritise multiple tasks and operate calmly under pressure. Ability to pick up new processes and technologies on the go. 

Please note: To be considered for this position you must be a New Zealand Citizen or Permanent Resident and able to obtain and maintain a NZ Government National Security clearance at CONFIDENTIAL level. Click here to check your eligibility. 

Why work for Parliamentary Service? 

We offer a range of benefits including 5 weeks annual leave, access to an on-site gym and pool, learning and development opportunities and flexible working arrangements. Our ever-changing environment allows us to be part of the action at Parliament including attending question time, select committees and other key events. We offer a thorough induction, on-going development, and excellent working conditions. 

The appointing salary range for this role is $72,374 to $79,907 per annum. Appointments will be based on skills and experience (please note, the full salary range extends beyond this to allow for tenure progression). 

Me pēhea te tuku tono | How to apply 

Applications close midnight Sunday 7 December 2025. All applications must be made online. If this is not possible or to arrange a confidential kōrero, please contact Fredwyn Kisona on  

Please note: We will be screening applications as they are received and may close the advert early if we find suitable candidates. Interviews will begin shortly after the advert closes. You may be asked to complete a pre-interview screen via phone or video. Applicants must hold at least a Residency class visa. 

If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process. 

Note to Recruitment Agencies: We appreciate your interest, but we are not accepting applications from recruitment agencies currently. Unsolicited CVs received without written confirmation of acceptance from Parliament's talent team will not be received and Parliamentary Service and Office of the Clerk are not responsible for any fees related to unsolicited CVs.